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Business Profile

Cruises

Zephyr Cove Resort & Lake Tahoe Cruises

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Zephyr Cove Resort & Lake Tahoe Cruises's headquarters and its corporate-owned locations. To view all corporate locations, see

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Zephyr Cove Resort & Lake Tahoe Cruises has 2 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/17/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date: 8/12/2024 Cancellation policy very customer-unfriendly. Taking a small service fee for unbooking an excursion is a reasonable expectation. In our case, there was a wildfire between us and the Marina, causing an hour or more delay in reaching the marina. On the morning of the cruise, 2 1/2 hours before the cruise departure, we discovered the delays caused by the fire, including the interstate being limited to one way, and only one lane of traffic open. That made it impossible for us to reach the destination in time, and even worse, would cause us to miss a flight later that day because of the fire. Other circumstances made matters even worse: Power was out to a substantial portion of Reno because of the fire, including our hotel, which also caused loss of water service to our room. Zephyr Cove's cancellation policy meant they keep our $200, even though the problems we encountered were completely beyond our control. My spouse, a senior citizen, and I both had to deal with the smoke smell coming into our hotel room all night long. Due to no fault of our own, the company still decided to the charge for the whole amount, and did nothing to deserve it in our opinion. It's not right and they should return the entire amount. In an emergency that is beyond your control, and sending in a cancellation long before the departure time, it is unreasonable to keep the customers money. It's also taking advantage of the elderly. We request a refund after explaining the situation to them by email twice. They stick to their too- bad-to-sad-policy and are unwilling to budge. Knowing their hard-nosed policy, don't even think about using them.

    • Initial Complaint

      Date:07/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our family and friends come to this RV Resort every summer vacation because there are many water entertainment projects here. My husband and daughter like the jet ski sport and have driven it many times. Today we came here as usual, and my husband took his driver's license to register, but was rejected by a staff member. The reason is that my husband's English pronunciation is not good, and he thinks that my husband does not know English. I explained to him that we have come here many times and have driven jet skis and other projects every year. To prove this, I even showed him our previous photos and my bank credit card bill records. But he still insisted that they cannot provide services to guests who cannot communicate with him very well in English! And said that this is their rule. We have immigrated to the United States for ten years. My husband has a Class A driver's license. We have our own property management company and RV rental business. We sincerely ask him not to destroy the image of the company and our vacation mood because of his prejudice! But he still insisted that he could not provide us with jet ski services, and said that they have new regulations. It is not possible for us like before. I asked him to show me the new policy, and he said to call the manager. Then a man who claimed to be the manager showed up, and he also couldn't show me their new rules and refused to record the video I started at this time. Then he called other department staff to ask us to leave his area! In the end, our family was rudely driven out, which really caused us a very, very bad psychological burden. The long-awaited vacation of our family was completely ruined! Because this water sports project is belong with the RV camp where we live, we always feel the strange eyes of the surrounding tourists after that moment!

    • Initial Complaint

      Date:03/29/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Aug. 29, 2022 I was double charges for Scenic Emerald Bay Cruise on Dixie II my family of 4 took for the cost of $396 on my vista credit card. I call them on 9/30/22 at ###-###-#### regarding this matter & requesting a credit back to my account for one of the two double charges (Itinarary #******** & ********). On 12/13/22 I placed a second phone call as I had not yet received my credit/refund. I was provided with Cancel#******* and asked to email thier accounting dept. I emailed their accounting department at ************************* on Jan. 24, 2023 making them aware of my issue and requesting a credit/refund back for 2nd charge of $396 back to my visa card used. I got confirmation via my email on 01/26/23 from Donald -Support Lead, where he apologized & thanked me for my patience-he said my email had been forwarded to thier Property Management Team for assistance with my inquiry. To date I have not received this credit/refund. On March 16, 2023 I emailed a second follow up to thier accounting dept (*************************) to confirm that I had NOT YET received my refund & provided them copies of my two charges per thier initial email confirmtions and asked what thier processing timeline to issue my refund was? No response and no refund/credit of $396 per my most recent visa statement. Thier website does not allow me to post a negative review about my experience with this credit/refund request - so I resort to BBB for further assistance to received my refund/credit.

    • Initial Complaint

      Date:09/26/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 09/25/2022 I scheduled a dinner cruise for 2 for 09/26/2022. I woke up not feeling well and took multiple Covid test showing positive. I called customer service being the responsible thing to do and let them know and they said I cannot get a refund due to their cancellation policy has to be canceled within 48 hours. I scheduled the cruise less than 24 hours so how am I going to cancel? I am from out of town and I would like a full refund of $260 since I did not receive any services from them due to Covid 19.

    • Initial Complaint

      Date:09/12/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Lake Tahoe dinner Cruises from this company for my family of three, and paid $390 on my American Express card. Per the company's instruction, we waited at Lakeland Resort in Lake Tahoe for pickup by the company's shuttle at 4:40 pm on September 3, 2022. However, the company never sent a shuttle to pick us up. I was calling the company's operators frantically for over an hour, with all cell phone records. Finally, the company's representative stated on phone that they had issues with their transport and cannot send a shuttle to pick us up. This is the worse customer experience I've ever had with any company. I demand a refund of $390.

    Zephyr Cove Resort & Lake Tahoe Cruises is NOT a BBB Accredited Business.

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